Canny: Customer Feedback Management Software and Tools

What it is

Canny is a customer feedback management platform designed to help product teams centralize, analyze, and act on user feedback. It is used by product managers, customer success teams, and other stakeholders at companies ranging from startups to enterprises to make data-driven product decisions.

Main Features

Feedback Collection

• Automatically capture customer feedback from conversations using AI (Autopilot)
• Set up a feedback portal for users to submit requests directly
• Integrate with customer support tools to capture feedback on behalf of users
• Detect and merge duplicate feedback submissions

Feedback Analysis

• View which features could have the highest revenue impact
• Connect customer data to see which users or companies want specific features
• Create user segments to analyze feedback from priority groups
• Use custom post fields and property syncing from CRMs like HubSpot and Salesforce

Prioritization

• Build custom prioritization formulas using factors like impact and effort
• Automatically score feedback and feature requests
• Sync with project management tools

Roadmapping

• Create public or private product roadmaps
• Add top feature requests to a roadmap in a single click
• Connect to project management tools like Jira, ClickUp, and Asana
• Create multiple roadmaps for different projects or use cases

Communication

• Build a public changelog to share product updates
• Automatically notify users who voted on features that have been shipped
• Publish detailed release notes linked to feature requests

AI-Powered Automation (Autopilot)

• Feedback Discovery: Automatically capture and deduplicate feedback from various sources
• Smart Replies: Automatically respond to feedback with clarifying questions
• Comment Summaries: Instantly summarize lengthy feedback threads to understand core use cases

How it works

Centralizing Incoming Feedback

Users integrate Canny with their existing tools (e.g., Intercom, Zendesk, Slack) or set up a dedicated feedback portal. Feedback from all sources is collected into a single platform, where duplicates are automatically merged.

Analyzing and Prioritizing Requests

Product teams analyze collected feedback using segmentation and CRM data. They use custom formulas to automatically score and rank feature requests based on business-specific factors like potential revenue impact and required effort.

Planning and Communication

Teams build roadmaps by promoting high-priority items from the feedback backlog. They use the changelog function to announce new releases and automatically notify users who requested the shipped features, closing the feedback loop.

Key Points

• The platform is designed to close the feedback loop by keeping users informed on the status of their requests.
• It emphasizes centralization, pulling feedback from disparate sources into a single source of truth.
• AI features (Autopilot) aim to reduce manual work in capturing, deduplicating, and initially responding to feedback.
• It supports both public and private boards, allowing companies to choose transparency with customers or keep roadmaps internal.
• The tool integrates with a wide array of popular software for customer service, project management, and CRM.

Additional Details

• Pricing: Not detailed on the homepage; users are directed to a separate pricing page and can request a demo.
• Availability: Cloud-based software accessible via web browser.
• Requirements: Can be installed and begin collecting feedback in minutes according to the website.
• Integrations: Includes numerous integrations with tools like Slack, Jira, Asana, ClickUp, Intercom, Zendesk, GitHub, Salesforce, and HubSpot. Also integrates via Zapier.
• Security: Highlights best-in-class security and compliance, including SOC 2 & GDPR.
• Scale: Used by over 50,000 registered companies, having captured over 15 million feedback items.